SUMMARY:

• A technically experienced, highly motivated ServiceNow Developer. I currently work for an international telecommunications company based throughout the UK and the rest of the world. I continuously liaise with different departments as well as external contacts and stakeholders collecting requirements and specifications to ensure I deliver the best functionality and customer service possible.
• I believe my outgoing personality and determination to succeed means that I am flexible in the work that I can take on and furthermore means that I learn new skills quickly. I am not fazed by new challenges and instead welcome them as I believe I thrive under the pressure of the challenge.
• I am currently in the process of relocating from the North East of England to Chicago, IL.
• I have spent time in Chicago familiarising myself with the place and people so the move to a new country will not phase me at all.

PROFESSIONAL EXPERIENCE:

Confidential

Director and Lead ServiceNow Consultant

Responsibilities:

• Full project management responsibility on a wide variety of projects.
• Delivering high quality solutions and custom applications to suit the needs of any client.
• Offer potential improvements on existing functionality and support through instance upgrades.
• Liaise with Senior Management and Department Leads within the client company or partners to establish areas of improvement and requirement capture as well as delivering training.

Confidential

Responsibilities:

• Deliver improved implementation of Confidential, Change process and workflows amongst other applications, as well as user front end portal.
• Implement improvements to accommodate a multi - service vendor instance that supports new contracts and user groups.
• Work within an agile environment to meet the changing needs of the client.
• Identify possible improvement to functionality and process to stream line and improve the workings of several IT departments.
• LDAP/Active Directory integration as well as javascripting to meet the needs of the client.

Confidential

Lead Developer

Responsibilities:

• Work on a number of different projects for leading global businesses at any one time as a technical consultant. This requires requirement capture, working within an agile framework and developing the build for the client.
• Liaise with Senior Management and Department Leads internally to establish areas of improvement and requirement capture.
• Use several ServiceNow 'add ons' to provide additional functionality and benefit to the client and end users; Domain Separation, Automation etc.
• Full input on process workflow design and management; this dictates how our IT departments work more effectively.
• Creation of form and functional dynamics using policies and JavaScripting
• Team Manager for the ServiceNow team. Responsible for all team management as well as training and growth for all team members.
• Responsible for workstack management for all team members.
• Ensuring I, as the senior developer, am available as a point of reference and knowledge sharing for all team members.
• Responsible for completion of employee '1-2-1' meetings as well as (bi) annual appraisals.

Confidential

Responsibilities:

• Complete control on design and implementation of ServiceNow application using BT’s MSP instance.
• Deliver initial implementation of Incident, Change, Problem, Knowledge and Service Catalog applications as well as user front end portal.
• Work within an agile environment to meet the changing needs of the client.
• Integrate ServiceNow with Agresso HR system to maintain one true source of user data.
• Create a reporting package that allows users to easily report on all kinds of data.
• Use domain separation, ACLs and scripting to allow a ‘fluid’ approach to data access and visibility.

Confidential

Responsibilities:

• Complete control on design and implementation of ServiceNow application using BT’s MSP instance.
• Deliver initial implementation of Incident, Change, Problem, Knowledge and Service Catalog applications as well as user front end portal.
• Ensure portal display and layout differs depending on the user ‘type’ of the user accessing the site at login.
• Create billing functionality and reporting so that bills are created and sent automatically.
• Implementation of ‘Service Desk New Call’ module with design and workflow on how these are handled and developed.

Confidential

Responsibilities:

• Full project management responsibility on a wide variety of projects in partnership with different companies throughout the UK and Europe.
• Complete end-to-end development lifecycle from requirement capture, through estimation and finally development of the solution.
• Delivering high quality solutions and offering potential improvements on existing functionality.
• Liaise with Senior Management and Department Leads within different companies to establish areas of improvement and requirement capture as well as delivering training.

Confidential

Responsibilities:

• Deliver initial implementation of Incident, Knowledge and Service Catalog applications as well as user front end portal.
• Work with existing UoL staff to ensure that they are able to fully maintain the build moving forward.
• Work within an agile environment to meet the changing needs of the client.
• Identify possible improvement to functionality and process to stream line and improve the workings of several IT departments.
• LDAP/Active Directory integration as well as javascripting to meet the needs of the client.

Confidential

Responsibilities:

• Deliver a custom HR application which will maintain data and security separation from all other departments.
• Configure workflows and SLAs within the system as well as all notifications.
• Deliver demos of functionality to company stakeholders within the project.
• SOAP web services integration and data mapping.
• Complete full build documentation.
• Deliver on-site training to HR department in Krakow.

Confidential

Responsibilities:

• Full project management responsibility on a wide variety of projects in partnership with local governments and other organisations throughout the UK.
• Liaise with Senior Management and Department Leads internally to establish areas of improvement and requirement capture. Externally, I liaise with several key members of local government and client project teams and users to ensure that requirements are capture and work meets their needs to a very high standard.
• Full input on process and workflow design and management; this dictates how our IT departments work more effectively.
• Using Domain Separation (as well as a BT specific redesign, Domain Separation Plus) to ensure that the external users and their data are separated, accurate and secure.
• Build and support the MSP (Multi Service Provider) Single Sign On functionality as well as SAML.
• Monitoring performance of system and debugging issues where they arise.
• Form and record design and creation.
• Creation and support of several user facing front end portals to support user access of ServiceNow.
• Creation of form and functional dynamics using policies and JavaScripting.

Confidential

ServiceNow Developer

Responsibilities:

• Full project management responsibility on a wide variety of projects; they include amongst others:
• Workflow and SLA implementation.
• Runbook/Orchestration workflow design and implementation.
• Design and development of custom applications to meet business needs.
• Report design.
• Self Service Portal design and revamp with view to relaunch.
• Incident Task functional and workflow implementation.
• Implementation of several other major applications within ServiceNow including but not exclusive to Human Resources, Vendor Management, Customer Relations Management and Information Security .
• Liaise with Senior Management and Department Leads to establish areas of improvement and requirement capture. From this I design all aspect of the work, testing and implementation. Seeing through all changes from beginning to end.
• Monitoring performance of system and debugging issues where they arise.
• Automating tasks using Runbook.
• Form and record design and creation.
• Creation of form and functional dynamics using policies and JavaScripting.
• I strive to provide an excellent level of customer service with positive end results. I do this by approaching each issue from a customer service aspect rather than using ‘techy jargon’.
• I enjoy interacting and working effectively as part of a team and as an individual.
• Ensure I attend all available and relevant ServiceNow course and qualifications. They include:
• ServiceNow Runbook/Orchestration within ServiceNow.

Confidential

ServiceNow Developer

Responsibilities:

• Full project management responsibility on a wide variety of projects;
• Day-to-day maintenance of ServiceNow and user permissions.
• Liaise with Senior Management and Department Leads to establish areas of improvement and requirement capture. From this I design all aspect of the work, testing and implementation. Seeing through all changes from beginning to end.
• Being flexible in order to implement work out of hours where necessary.
• Full input on process and workflow design and management; this dictates how our Systems team work more effectively.
• Managing all ad hoc requests from users throughout the charity.
• Managing LDAP integration through ServiceNow.
• Form and record design and creation.
• Creation of form and functional dynamics using policies and JavaScripting.
• I strive to provide an excellent level of customer service with positive end results.
• I enjoy interacting and working effectively as part of a team and as an individual.
• Support Service Desk with 1st line enquiries regarding all charity systems if needed or short staffed.
• Ensure I attend all available and relevant ServiceNow course and qualifications. They include:
• ServiceNow Administrator course.
• Scripting in ServiceNow course.
• ServiceNow Advanced Administrator course.
• ServiceNow Administrator certification obtained.

Confidential

Service Desk Analyst

Responsibilities:

• Web Site maintenance and administration for multiple major retailers including, Slater’s Menswear, Rohan, Edinburgh Woollen Mill, HSS Live Hire, Blooming Marvellous and Dreams
• Providing support to a company of 70+ site users and our Clients based in the UK and abroad using Remote Access utilities covering Powownow, WebEx, Citrix and RDP.
• One to one support of customers via the telephone, email, Skype and face to face.
• Administer, test and deploy web updates, enhancements and new solutions approved by the development team within a stringent change control environment. This includes testing against our list of supported web browsers and liaising any issue with the Development team.
• Manage and maintain workloads and resource for the Offshore Development team based within India. This includes allocating calls and project work, managing individuals time and ensuring that all assigned tasks are completed in the designated timescales
• Responding to 1st and 2nd line E-Commerce and Company Financial Software issues including troubleshooting Networking, Phones, RDP and Citrix, Windows client and server, Microsoft Office suite, SQL Server 2000/2005, Oracle DB, BACS, AlBacs and supporting applications within a managed support environment
• Administer our internal and external website using SharePoint, VSS, TFS and EPI Server
• Responsible for the internal support and administration of the company’s ‘Innate’ Timesheet software, which is integral to ensuring that all clients are charged accordingly for work performed every month.
• Responsible for maintain and updating the company call logging system. This includes process design, application maintenance and ensuring all clients have web-portal access.
• Responsible for maintenance and updating of company intranet content and design. As well as maintenance of both websites, using Filezilla and Episerver.

Confidential

Online Banking Helpdesk Analyst/ Acting Team Leader

Responsibilities:

• First line support for all incoming calls regarding the Confidential, Confidential, Ulster Bank and Tesco online banking systems.
• Technical support for customers of the online banking system, mainly browser and system support related issues.
• I frequently assisted our Customer Care Team, dealing with and investigating missing payment on behalf of customers. I also help the Technical Team deal with online fraud as well as issues with out website.
• As well as the Care and Technical Team I am also part of the Service Support Flex Team, dealing with issues and discrepancies in customer information as well as keying both personal and business applications for the online service.
• With being an experienced and trusted member of staff at the Confidential Group online banking service helpdesk I was entrusted to take on extra duties such as POR-ing (Point Of Referral), training and mentoring new starters.
• When required I would also assume the responsibility of Team Leader. I was acting Team Leader for several months due to illness of by Line Manager. During the several months in this role I took on all responsibilities of a Team Leader; this would include training, mentoring, monitoring and feeding back progress to my team members as well as making myself available to help them in any way I could.

Confidential

Sales Consultant

Responsibilities:

• To take the needs of a customer in to consideration and do my utmost to provide a service and/or product that suited their needs.
• To do the above in a friendly and professional manner.
• Hit certain sales and performance related targets that had been pre-set by management and the company.